Customer Support Jobs in Web3

The DFINITY Foundation is seeking an experienced IT Support Lead to oversee IT operations at our San Francisco office and provide support to our onsite and remote US-based employees. In this role, you will be responsible for managing critical IT infrastructure, implementing efficient systems, and ensuring seamless technology operations across the organization. This is a hybrid-onsite position, based out of our soon-to-be-opened office in the heart of San Francisco.

Key Responsibilities:

Infrastructure Management

• Oversee and maintain Meraki WiFi systems, ensuring optimal network performance and coverage
• Manage Mobile Device Management (MDM) solutions for company devices
• Administer Identity Provider (IDP) systems, particularly Okta and Kanji, maintaining user access and security
• Maintain and optimize asset inventory systems for hardware and software tracking

Employee Support

• Lead IT support operations for the San Francisco office and remote employees
• Collaborate with HR to facilitate smooth onboarding and offboarding processes
• Provide technical training and documentation for employees
• Respond to and resolve IT support tickets effectively

Process Improvement

• Identify opportunities for process optimization and automation
• Develop and implement IT policies and procedures
• Create and maintain technical documentation
• Establish metrics and reporting for IT operations

Cross-functional Collaboration

• Work closely with the Security team to maintain and enhance security protocols
• Collaborate with the Zurich IT team to ensure consistent global IT operations
• Partner with various departments to understand and meet their technology needs
• Participate in global IT initiatives and projects

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field
• 5+ years of IT support experience, including 2+ years in a leadership role
• Strong experience with network infrastructure, particularly Meraki systems
• Proven expertise in MDM solutions and identity management systems (Okta)
• Experience supporting both office-based and remote employees
• Strong project management and process improvement skills
• Advanced proficiency with macOS and Linux operating systems, including system administration and troubleshooting

Preferred Qualifications

• Experience with blockchain technology or Web3 companies
• ITIL certification
• Experience with asset management systems
• Knowledge of compliance requirements and security best practices
• International team collaboration experience

Skills & Attributes

• Excellent problem-solving and analytical skills
• Strong leadership and team collaboration abilities
• Exceptional communication skills, both written and verbal
• Ability to manage multiple priorities in a fast-paced environment
• Customer-service oriented mindset
• Self-motivated with strong initiative

Base Salary Range: $135,000 - $185,000/yr

This position can be considered across multiple levels. Total compensation at DFINITY consists of base salary + generous bonus and is determined based on multiple factors including job leveling, areas of expertise, educational background, geographic location and overall experience.

In addition to the cash components of our offers, we have generous benefits including top tier medical, dental, and vision insurance; disability insurance; life insurance; 401(k); flexible PTO policy in addition to paid holidays.